Service Desk Analyst II

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Provides intermediate-level technical support (software, hardware, processes) to Credit Acceptance team members via phone and web form.
• Provides second-level escalation support for Associate Service Desk Analysts.
• Logs and documents all necessary information for every customer contact.
• Executes incident management for system issues, adhering to established process and SLAs.
• Communicates as the face of IT to all areas of the business for incidents.
• Escalates system issues to the appropriate support teams when appropriate.
• Identifies, recommends, and implements proactive solutions to avoid system issues.
• Performs IT request fulfillment based on established SLAs.
• Ensures Knowledge Base documentation is accurate and current.
• Executes on-boarding process for new Service Desk team members.
• Mentors and coaches all Associate Service Desk Analysts.
• Participates in 24/7 on-call rotation schedule and be able to work an 11am - 8pm EST shift.

Competencies: The following items detail how you will be successful in this role.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer's shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
• Owner's Mindset: Owner's Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business

Requirements:

• Associates degree in Computer Technology or related field, or at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+
• Minimum 3+ years of experience working in a corporate Help Desk or call center environment
• Intermediate knowledge using and troubleshooting Windows 10, Office 2013, and Adobe
• Intermediate knowledge using and troubleshooting hardware such as laptops, desktops, and printers

Preferred Experience:

• Experience with DexTools (i.e; NexThink, ControlUp, ThousandEyes)
• Experience with AI technology
• Advanced knowledge using and troubleshooting network connectivity (wired and wireless) for both home and office
• Intermediate knowledge using and troubleshooting SharePoint and Office 365
• Intermediate knowledge using and troubleshooting mobile devices such as iPads & iPhones
• Intermediate knowledge of ITIL concepts and processes

Target Compensation: A competitive base salary range from $60,513.00- $70,598.00. This position is eligible for an annual variable bonus between 7.5%-15%.Final compensation within the range is influenced by many factors including role-specific skills, depth and experience level, industry background, relevant education and certifications.

Candidates who reside in the following major metropolitan areas may be eligible for a premium on top of the posted range based on their specific zone: San Francisco, Seattle, Boston, New York City, Los Angeles and San Diego.

INDENGLP

#zip

#LI-Remote

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!

P.S.

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